Descripción Del Puesto
The Customer Engagement Management (CEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for Enterprise Cloud Services for our clients, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
The CEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The CEM is also expected to maintain customer satisfaction through issue mitigation and escalation management, and helping customers maximize the value of their partnership with SAP. The CEM manages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.
Key tasks comprise the following:
Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
Initiates digital service kick off for customers
Ensures periodic service reviews to track the service quality across a range of customers
Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
Supports in de-escalations of critical customer situations
Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
Executes technical feasibility studies / solution reviews (if applicable)
Contributes to customer release and maintenance activities
Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
Executes and supports problem management and continuous improvement
Support customer satisfaction surveys
Reviews SLA service credit cases
Supports commercial change requests
Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.
Structured Knowledge Documentation: the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration.
Systematic and faster onboarding of associates: mandatory trainings documentation
Assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis
Enable continuous delta KTs on new topics and refresher sessions
Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer facing role (consulting, IT support, IT services etc.)
Proficiency in English (Written and verbal), additional (local) languages are plus
Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
Strong knowledge of IT Service Management, SAP Basis and SAP Application
Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
Good understanding of SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC etc. is a plus
Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
Cloud architecture and IT technical infrastructure know-how
Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
Understanding of escalation handling and procedures
Experience in working with cross-cultural and cross-functional teams or individuals
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